08/05/2018
A member filed a Reg E claim saying she did not purchase a purse with Macy's nor did she receive shipment. We did a 3-way call with the vendor and our member and the vendor was able to verify an email confirmation went to our member, the IP address was our members, and the shipment was delivered to our member. Due to all of these findings, the merchant declined a refund.
Are we required to do anything more to recoup the members funds? Also, are we required to credit the member funds if the merchant will not provide credit?
07/22/2018
Do we have to send a monthly statement to passbook savings customers who have external deposits to the account?
06/24/2018
Reg E question-My customer is disputing an EFT to an auto mechanic who damaged a part on his truck while performing another repair. Is this a valid reason to submit a dispute? Customer states the mechanic refused to repair the damaged part.
06/10/2018
Sec. 1005.6 - 6(b)(3) talks about unlimited liability 'If a periodic statement shows unauthorized transfers made with a lost or stolen debit card.....' If losses are due to the use of cloned card, unauthorized information, and/or electronic use are these transactions, are these considered a stolen debit card?
06/10/2018
For a REG E ATM Dispute we have a customer filing a claim for $700. She filed a police report and states she didn't know the individual. We have proof on video that she came into the bank with the individual in question. The customer isn't responding to our calls and we would like to know if we still need to give provisional credit and/or final credit if this this is the case.
05/27/2018
I was wanting to know if it is required to mail a monthly bank statement if there is no activity on the account? We have several customers who basically just use their account to cash checks and generally don't have any activity. Currently we mail the statement with no activity but I wasn't sure if it is required.
05/13/2018
What is the requirement under Reg E for stopping payment on a recurring debit card transaction?
We have procedures in place to comply with stopping payment on recurring debit card transactions that have posted to a customer's account. We can't stop payment on transactions that have never posted.
05/06/2018
Can we offer a Money Market account, but restrict withdrawals to face to face transactions or transfer to another account within our bank? That would mean no access to withdrawals by check, ACH or debit card.
04/15/2018
Customer has not lost or had his physical card stolen. He had 4 unauthorized transactions happened Dec. 5 $190.79, Dec. 13th $287.80, Dec. 22nd $205.60 and Dec. 26 $235.60. He noticed them on Jan.29th and reported them to us Jan.30th. Yes, he did come into the bank on Jan.30th and stated he noticed on the 29th which is within the 2 day period. But, we show that he logged onto his online banking 178 times between Dec. 5th and Dec. 30th and he did not report any of the activity. He logged in successfully from at least 3 different ip addresses and all log-ins were within times he should have noticed and reported. Does this not fall under MasterCard customer negligence and what should his liability be.
04/15/2018
We have a prepaid, reloadable card product that is no longer going to be supported by our vendor early next spring - right around the time the new Reg E rules go into effect for prepaid cards. If, at that time, our cards stop being reloadable, does this remove our responsibility to comply with the rules (eg. 24 months of transaction history, etc.), or are we still required to comply since they previously met the requirements of the Reg?